Lesson 4: ​Growing With Your Knowledge Base 🌱

Ok so you've got an idea of what kind of Knowledge Base software might fit your needs. Awesome!

Now you'll want to take it a few steps further and see how your Knowledge Base will grow with you as your business grows 🌱✨

TL;DR

• What's your budget? Will this change? 💰
• Your Knowledge Base should grow with your users
• Make sure there are not a bunch of add-on costs for additional users 🙃
• What apps or integrations will you need in the future?
• How your team is structured and how it will grow (maybe even globally 🌍) will play a part how your Knowledge Base to grows with you

Transcript

[00:00]

Growing with your Knowledge Base. You put a lot of time and effort into creating the content and the documentation for your customers and you want to make sure that you can grow that into something that is very useful for both your team and your customers to find the answers that they're looking for.

[00:18]

There's a bunch of questions that you're going to want to ask yourself as you think about growing with your Knowledge Base. You're going to want to know what your budget is. Knowledge Base software can vary in price depending on your needs. So, for example, all in one platforms are generally much more expensive monthly. Whereas integrated platforms offer flexibility and are often much cheaper.

[00:38]

You're going to want to ask yourself. How many users now? How many will you have in a year? How many will you have in five years? Think about what your company looks like in a year from now. How many people will need access to write and edit in your Knowledge Base? Do you have different departments that are going to need access to this? Will the departments grow or change? Something you can keep in mind when you're trying to grow with your Knowledge Base

[01:03]

What integrations might you need in the future? Will you outgrow other platforms that you're currently using? Do you want the flexibility to move and change with different platforms, with an integrated Knowledge Base? Or are you comfortable with an all-in-one Knowledge Base where everything's there at your fingertips. As you scale, you'll need to understand how you integrate with other apps or tools that you use as a team.

[01:26]

What is your team structure currently? Do you have a split team? Is there one part of your team that's only writing Knowledge Base articles and then there's the other part responding to tickets? Or do you have an integrated team where your customer support also writes your Knowledge Base articles and answers your customer questions? If you're using a CRM software that's a bit bigger, you'll have to realize that you need to purchase per user and if someone's just writing articles, then you need to know if you want to actually pay for that person to access it. Or if you're going to have someone else that's already a seat on that plan, upload the content into your Knowledge Base.

[02:06]

And how will your team grow? Again, touched on how many users do you need? Will you grow globally? Will you need to change your content into different languages? Are you going to expand?

[02:16]

These are just some of the questions that you'll want to ask yourself when you're thinking about growing with your Knowledge Base. Knowing and understanding how your company and your team is going to grow for customer support really allows you to plant those seeds for your Knowledge Base and help them grow with you so that you can create a system that works best for you.